Abstract
| Original language | English |
|---|---|
| Title of host publication | Contemporary ergonomics 2007 |
| Subtitle of host publication | proceedings of the International conference of contemporary ergonomics (CE2007), 17-19 April 2007, Nottingham, UK |
| Editors | Philip D. Bust |
| Place of Publication | London |
| Publisher | Taylor & Francis |
| Pages | 285-290 |
| Number of pages | 6 |
| ISBN (Electronic) | 9781315106595 |
| ISBN (Print) | 9780415436380 |
| DOIs | |
| Publication status | Published - Apr 2007 |
| Externally published | Yes |
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The effect of ‘tone of dialogue’ on users’ interactions with self-service. / Ward, James; Sands, Jamie; Johnson, Graham.
Contemporary ergonomics 2007: proceedings of the International conference of contemporary ergonomics (CE2007), 17-19 April 2007, Nottingham, UK. ed. / Philip D. Bust. London : Taylor & Francis, 2007. p. 285-290.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
TY - GEN
T1 - The effect of ‘tone of dialogue’ on users’ interactions with self-service
AU - Ward, James
AU - Sands, Jamie
AU - Johnson, Graham
PY - 2007/4
Y1 - 2007/4
N2 - This report details the results of an investigation into the effects of various tones of dialogue (TOD) used at the ATM and their effect on participants perceptions and satisfaction. The participants carried out a transaction with an unfamiliar services on a mock up ATM interface, the tones used were brief and business-like, instructional, personal and reassuring. Results showed that participants were aware of the TOD and perceived it as important. The brief tone was the most preferred and the personal tone was least preferred. The results suggest that the current TOD used at the ATM may benefit from accommodating a more reassuring and instructional tone. The personal tone tended to receive the lowest rating. This may indicate a reluctance to engage in a relationship with the ATM, the repercussions of this on the current trend in personalisation of services may be of interest.
AB - This report details the results of an investigation into the effects of various tones of dialogue (TOD) used at the ATM and their effect on participants perceptions and satisfaction. The participants carried out a transaction with an unfamiliar services on a mock up ATM interface, the tones used were brief and business-like, instructional, personal and reassuring. Results showed that participants were aware of the TOD and perceived it as important. The brief tone was the most preferred and the personal tone was least preferred. The results suggest that the current TOD used at the ATM may benefit from accommodating a more reassuring and instructional tone. The personal tone tended to receive the lowest rating. This may indicate a reluctance to engage in a relationship with the ATM, the repercussions of this on the current trend in personalisation of services may be of interest.
U2 - 10.1201/9781315106595
DO - 10.1201/9781315106595
M3 - Conference contribution
SN - 9780415436380
SP - 285
EP - 290
BT - Contemporary ergonomics 2007
A2 - Bust, Philip D.
PB - Taylor & Francis
CY - London
ER -